Contact free delivery

How to make a contact-free delivery:

1. Let the customer know you’ve arrived
2. Place your thermal bag open on the ground outside their door
3. Step back at least 1.5 metre and wait nearby for them to collect it
4. Mark the order as delivered only when you’ve seen the customer collect it

Helping protect the safety of our riders, restaurant partners and customers is extremely important during this time. With this in mind, please make sure every delivery you make is contact-free. If we receive several reports about a rider not following the contact-free safety measures mandated by the government, their Service Agreement will be suspended.

The delivery of all orders must be contact-free. This is to help protect the safety and health of everyone in Belgium as the COVID-19 outbreak continues.

In cases where certain items would be difficult for a customer to remove from the bag without touching it, we recommend that you remove the item from the bag yourself and place it on the doorstep. Please wait for the customer to collect the food before tapping ‘Complete delivery’ in your app.

You should always confirm a customer’s age when their order contains an age-restricted item, like alcohol and follow Deliveroo’s Challenge 25 policy – you can find more details of this on the rider website. Instead of taking the customer’s ID from them, just ask the customer to hold their ID up for you to check from a safe distance.

If we receive reports about dangerous behaviour not compliant with the government’s security measures, we might suspend service agreements.

Contact free pick up

We have asked all of our restaurant partners to introduce contact-free pick up for Deliveroo riders. We have also sent them signs to display at their property so that others will understand and respect these new safety measures.

To enable contact-free delivery, restaurants will:

Continue to properly seal all packaging and bags using tape or stickers

Create a waiting area for riders inside the restaurant where they can wait at least 1.5 metre apart from each other

Create a waiting area for other riders outside the restaurant

Create pick up areas, as far from food preparation as possible, that means no direct contact between riders and restaurant staff will be required to pick up an order

Have someone from their team manage pick ups during busy times

Make sure that only 1 order at a time is collected from a pick up area

Make soap and water or hand sanitising gel available to riders whenever possible

Please make sure that you bring your thermal bag into the restaurant with you when picking up an order. You should always place the order in your thermal bag and seal it before leaving the restaurant.

Restaurant wait times may be impacted because of this exceptional situation, so we ask for your patience and understanding during this time.

If you start to feel ill or test positive for COVID-19, follow all medical advice, do not log in and let us know immediately.

If you have any questions or concerns, don’t hesitate to contact our dedicated Rider Support team.

FAQ

Yes, the pick up and delivery of all orders must be contact-free. This is to help protect the safety and health of everyone in Belgium as the COVID-19 outbreak continues.

Yes. We have asked all of our restaurant partners to introduce contact-free pick up for Deliveroo riders. We have also sent them signs to display at their property so that others will understand and respect these new safety measures.

To enable contact-free delivery, restaurants will:

Continue to properly seal all packaging and bags using tape or stickers

Create a waiting area for riders inside the restaurant where they can wait at least 1.5 metre apart from each other

Create a waiting area for other riders outside the restaurant

Create pick up areas, as far from food preparation as possible, that means no direct contact between riders and restaurant staff will be required to pick up an order

Have someone from their team manage pick ups during busy times

Make sure that only 1 order at a time is collected from a pick up area

Make soap and water or hand sanitising gel available to riders whenever possible

Please make sure that you bring your thermal bag into the restaurant with you when picking up an order. You should always place the order in your thermal bag and seal it before leaving the restaurant.

Restaurant wait times may be impacted because of this exceptional situation, so we ask for your patience and understanding during this time.

In cases where certain items would be difficult for a customer to remove from the bag without touching it, we recommend that you remove the item from the bag yourself and place it on the doorstep. Please wait for the customer to collect the food before tapping ‘Complete delivery’ in your app.

Yes, you should always confirm a customer’s age when their order contains an age-restricted item, like alcohol and follow Deliveroo’s Challenge 25 policy – you can find more details of this on the rider website. Instead of taking the customer’s ID from them, just ask the customer to hold their ID up for you to check from a safe distance.